Goal

Redesign a guided enrollment portal for providers (medical professionals, clinicians, therapists, and more) to sign up for a Healthcare Payments system and set up preferences for service payments delivery and execution.

User Research Goals for Provider Portal Guided Enrollment Site:

1. Understand the processes and emotions that users experience around the problem the Guided Enrollment is trying to solve

2. Identify common user behaviors and experiences with tasks that the Provider Portal Guided Enrollment is trying to address

3. Understand what culminates in a happy user for the Provider Portal Guided Enrollment

Survey

In order to gain some quantitative insight, we surveyed 30 medical clinicians. In doing so we wanted to dig deeper into their pain points and expectations for enrollment within a newly reconstructed provider portal.

The survey's participants were emailed the questionnaire after agreeing to participate verbally via a series of meetings. The participants consisted of medical clinicians within the company’s user pool. All participants were random and on a voluntary basis ONLY.

User Groups

In my interviews with clinicians who said they were very likely to use a renovated provider portal, I was able to identify the following user group(s):

Group 1: Medical clinicans who would like an easy and efficient way for them or their office managers to manage and have access to their service payments and claims during a typical Monday-Friday school/work week. These users:

• Tend to be overwhelmed with their responsibilities during the week.

• Have additional obligations, interests, or challenges that make it difficult for them take breaks or forces them to delegate off to their counterparts

  Interviews

For the next phase of the research for the new Provider Portal, I interviewed 15 medical clinicians that indicated they were willing to participate in an interview on their survey. The goal was to gain a better understanding of user challenges and motivations and lastly, building on what we learned from the surveys sent out, I was able to establish my interview objectives.

Interview Objectives

• Understand how users are currently engaging in the enrollment process in the current provider portal.

• Understand what motivates and moves users to complete the enrollment.

• How the user feels and their frustrations involving the various discourse and direction within the Provider Portal

• Learn more about the type of details/information needed to motivate the user to complete the provider portal.

Definition

After conducting research, understanding deeply user’s needs, goals, motivations , it is time to frame HMW questions which are basically problem statements that have been rephrased to convert challenges into opportunities.

• How Might We… improve the browsing and enrollment experience for users

• How Might We… engage users with a more effective process to specify their preferences within the enrollment process

• How Might We… create a better visual interface for users to utilize.

Design Solution & Execution

Through my research I have found there is a need for an interface that makes the enrollment process, browsing, learning and overall provider portal experience effective for the user.

The solution includes:

• Enrollment Details - Enrollment descriptions educate consumers on what is needed and mandatory

• Progress Bar - helps the user understand where they are in the process.

• Encrypted Completion - Secured Completion allows the user to securely complete enrollment process housed in an enhanced provider portal enrollment experience.

Usability Test

I conducted usability test via online to validate if my proposed solutions were solving for the users pain points.

15 Users | 5 Tasks

The user tasks asked to perform included:

• Input user information

• Specialize manner in which payment information was sent

• Choose how they want their funds dispursed

• Input business, bank and other information

• Review & Submit Information

Results Summary:

• Users were able to perform all of the tasks that I assigned for them.

• Users were very receptive to the new interface and considered new enrollment process significantly more effective than the previous.

Improvements:

• Move the signature and submit portion to the bottom of the last enrollment page

• Provide context or signals on mandatory fields and guidance for users

• Provide cohesive dropdown options for users view their information prior to submission on the final step being Step 7

This round of testing was conclusive in testing my designs and continuing to drive them in the right direction.  One quote from a user tested that stood out, “This is so much better.”

Style Guide

This is the style guide that I created for the Provider Portal. It contains the typography, color palette, and visual elements that builds the visual experience .